Ken Garff St. George Ford - Service Center

Consumer beware! !! Communication is almost non existent. You can call and leave messages, text messages via their automated system and hopefully get a response back !! Communication is almost non existent. You can call and leave messages, text messages via their automated system and hopefully get a response back within several days, sometimes longer. The knowledge of the advisor is pathetic. Was hoping they could help guide some decision making based on their knowledge of the industry and in my case warranty companies. I was sorely mistaken. No help or assistance could be had from her. Ended up just gambling and lost big time. Was charged an absorbent amount for the work and then had to hear them justify the time the mechanic and advisor had to spend communicating with the warranty company. Sadly the mechanic and advisor get paid higher than most highly skilled professionals (ie doctors and lawyers). Nonetheless, I was charged for basically twice for removing and installing an engine. Inwas hoping that the knowledge of the advisor would be able to help guide me into a more informed decision, but that was not the case and even though it’s only my opinion, I absolutely feel that I was duped into this decision as the advisor likely knowing full well that the warranty company would deny this claim but would gain her a larger commission doing this. I ended up sourcing out my own motor replacement to keep the cost down as much as possible as their quote was insanely high and had them do the work as I lived out of town and figured I was already 4k deep into this dealership I may as well finish the work they already started. Sadly this was a horrible experience both monetarily and emotionally frustrating. The stigma of “stealerships” is highly accurate and I hoped would never happen to me did. To further add injury to insult, when picking up my vehicle there was external damage to a window that was not there previously when dropped off. I picked up the vehicle on a Saturday and unfortunately there was no manager available and the advisor was unable to do anything…convenient. So as of this writing, I have left 2 voicemail messages and have still not had a phone call back which I’m not surprised as I’m very familiar with their normal operation of failure to communicate in a timely manner. Well 3 months later I got my vehicle back and it appears the mechanic has done his job appropriately. The only thing I can do now is hopefully help other consumers avoid this same predicament and avoid this service department and its employees (advisor and manager) as they do not have the interest of the customer in mind and will only do what I feel will benefit their bottom line and individual pockets. Buyer beware! More

No responsiveness. Service is abominable. I paid over $60K for a Bronco and have had to arrange several service visits. It takes 6 weeks to schedule a visit. On each oc Service is abominable. I paid over $60K for a Bronco and have had to arrange several service visits. It takes 6 weeks to schedule a visit. On each occasion when I have brought the Bronco in, the intake clerk expresses skepticism that the issue exists. I have had to provide video evidence (which the dealer ignored the first time I sent it and somehow lost it). Then I am told that its a "software issue" about which nothing can be done until "Ford Corporate" does something, or I am told to pick up the car only to find after 10 minutes that the problem has not been solved. Then the service department ducks/ignores texts and calls trying to hide from you when you attempt to follow up. You wait weeks and weeks for a service appointment, and they don't fix your problem, then they try to hide from you. That is my experience with Ken Garff Ford. Sadly if you're in St George, they are the only Ford game in town, so you seriously have to question whether you can buy this brand in St. George. More

Hello on 1/24/22. I Brought my Car for an regular oil change about 8:30 am I Normally Schedule this oil change services with Nikki but this time was a different person Her Name is Jackie Mitchell 60 change about 8:30 am I Normally Schedule this oil change services with Nikki but this time was a different person Her Name is Jackie Mitchell 60041 she got My car Keyes ,after 2 hours she called me told me that my car will need Transmission fluid change and tune up etc,etc. I told her my car transmission oil was changed 3 Months ago but they can do the rest of the Labor or job well Gave a green light to do the job she told me its going to take another hour well thats fine I said I waited till 12:30noon 4 Hours I was kind of bored then she asked me are you upset? I said yes Have appointment I already missed few of my patients' appointments I'm not seating in front of a computer ... she followed me outside facility an argue with me telling me why I said she was sleeping in front of her computer. I never said that!! That was so bad experience with a customer service I always sign up for a service plan 3 oil change this time I paid 279 dollars Extra money is not the problem is how they treat you I noticed that they give you a ticket for a free car wash, but this lady was so mad that wasn't value for her I still have one oil change left, but I don't know if I want to see her face NOTE I want to clarify in the past I was having standing service with Nikki no complained sorry if this cause indignation Joe Rivas More

I purchased a remanufactured transmission from Ford back in November of 2019 for my 1995 Ford F-350. The transmission came with a 3 year 30k mile warranty. In September of 2021, with less than 8k miles th in November of 2019 for my 1995 Ford F-350. The transmission came with a 3 year 30k mile warranty. In September of 2021, with less than 8k miles the transmission failed. We had the truck towed to St. George Ford in September of this year. The transmission was still within its original warranty and St. George Ford agreed to replace the transmission with no cost. While they were performing service on my truck my wife was told the warranty on the new transmission would be limited to 12 months / 12k miles. We have this in recording and by several different individuals. See attached. When I picked up my truck shortly, thereafter they did not provide any paperwork. I had no evidence the transmission was new or if the old transmission was repaired. In addition I did not receive any documentation or warranty for the work completed. I was however told that it was a brand new remanufactured transmission. I asked for the original documents and warranty that were discussed between my wife and the service manager at St. George Ford. The service manager was out of the office that day. I was told to contact him the next day to obtain such records. The next day I called and spoke with service manager Danny. He agreed we had a 12 mo 12k warranty and he also told me that it would be extended to any Ford dealership in the U.S if I had any issues. I mentioned to him that without supporting paperwork I would not be able to produce necessary records, should any issues occur within the next 12 months. Danny also mentioned that he thought the original transmission was put together wrong. I asked if he would email me a copy of the warranty and documentation, in which he agreed. I did not hear anything from St. George Ford for over 5 business days so I decided to follow up with a phone call. I was not able to get through to the service manager so I left a voicemail. Later that day Jason from St. George Ford called me back and left a voicemail stating the new transmission would not receive any warranty at all. We tracked down a woman by the name of Tina at Ken Garff corporate (In Salt lake), who is over the GM at St. George Ford and his district within other Ken Garff dealerships. She was ultimately concerned and assured my wife that she would speak with the GM and a resolution would be made. Several weeks later we received a call from the GM at St. George Ford. Once again he stated that we were promised a warranty in error. It was an unfortunate mistake by the management at St. George Ford. If you listen to the attached recording you will hear the individual attest that he looked in the policy and procedures manual and it stated that we were entitled a warranty. St. George Ford nor Tina at Ken Garff will return our calls. I feel that they are not confident my transmission will last 12 mos 12k miles. I only want what I was promised. I NOW have my paperwork and see that the transmission that was sent to Ford from warranty was not the same transmission that was put into my truck. They are the most corrupt company. I really wish they would be exposed. More

I have been in with my truck that I actually purchased there. Each time I’ve been charged $150 + and told they can get my truck to do what I’ve brought it in for. It’s not like a small detail. You’ll be d there. Each time I’ve been charged $150 + and told they can get my truck to do what I’ve brought it in for. It’s not like a small detail. You’ll be driving and the blind spot system defaults, then depending on the day you get a a variety of things that happen or all of them most the time. The radio won’t work, the air/heat stops working, running boards cease to operate and then you get a message that navigation system isn’t working and told to get it to your local dealer. For what??? To have Ford certified incompetence take more of my money??? This is not just my truck, there is an entire forum dedicated to this and some suggestions of how other service providers have repaired it. Do you think after offering this solution to read this forum on my phone was accepted or they wanting to look at it as a possible solution? Of course not... why solve a problem so you stop making money🤷‍♀️ So if there are any good mechanics out there and are willing to actually repair this, More

I bought a new Lincoln in Colorado as there were no dealers in Utah, Arizona, Nevada or Idaho who could get a Hybrid. Salesman and I worked for about four months trying to find a dealer who could get o dealers in Utah, Arizona, Nevada or Idaho who could get a Hybrid. Salesman and I worked for about four months trying to find a dealer who could get one and would work with these guys, none found. I talked with the Service manager asking if he could take care of a new Aviator Grand Touring PEHV Hybrid and he said no problem. I told him it had to come from an out of state dealer who could sell one, he said no problem. So I ordered it, took seven months to get built and delivered to the Colorado dealer. On the trip home, it developed some significant "pulling" issues with the steering. Stopped by the dealer the next day and a young man drove it, but nothing appeared to be wrong. Turns out the tires needed "breaking in" according to the Owner Manual which I found later, tech had no clue. Next trip in, the wipers were really chattering in one direction. Internet searches revealed a common problem with chattering wipers. Service writer looked at my car and said "this has film on the windshield, not our problem. I explained that it was a UV filter and installed by the selling dealer, still no dice. Third trip in was to have an electric trailer brake controller installed. Service guys standing around the writers desk xxxxxxxxxxxx asked if the controller was made by Lincoln? I said no, Lincoln does not make any controllers for their cars even though they sold tow packages and mine has a $500 factory tow package. Reply was that if it was not made by Lincoln, they would not install the controller. Fourth trip was for an oil change as I had a light show up on the dash saying to get the oil changed. I drove into the Express lane at 3PM on a Wednesday afternoon. bay was empty except for an employee pickup parked in the shade. Three lanes wide, four deep possible in that area. I sat there for probabley ten minutes and finally someone walked out to my car. I asked him if I could get the oil changed, he asked if I had an appointment. This didn't sit very well with me as this dealership sends me advertising material about service specials and such all the time saying among other things "oil changes done with no appointment needed" and they'd done that with my Ford Explorer one time right after I moved here. I traded that vehicle in on the Aviator about one month later. Somewhat incredulous, I asked if he was saying they would not change the oil without an appointment. He told me they'd been really busy as I was looking around the drive through that was empty. I said "yeah I can see that...." He offered to go into the service desk and see how long it would be and if I could get an appointment. I left. See the comment about about someone who drove 30 miles for an appointment to get their oil changed and the dealer turned him down saying they were "really busy and didn't have time to change the oil so the customer should come back another time. Need I say more????? More

I'm taking my business to Cedar City Ford. I had a major issue with my truck fixed a few weeks ago. There was a problem with the repair. I called Cedar City Ford to ask for a solution. They assured me that issue with my truck fixed a few weeks ago. There was a problem with the repair. I called Cedar City Ford to ask for a solution. They assured me that the repair was warrantied and said that the Ford dealership in St George could take care of it. Ken Garff Ford told me that was a lie and that I would have to pay then get reimbursed. He (the service writer) took an adversarial attitude and said that the only dealership that would warranty the repair was the dealership that made the repair. Oh and that it would be 2 weeks before they could even look at it in any circumstance. I said that after being spoken to like this I was tempted to just take it somewhere... anywhere else. He told me that I should do that and hung up on me. I'm a small business owner. I know that if I treated my customers like that I wouldn't be in business for very long. I love the Ford brand but this dealership's customer service could cause me to switch... More

Scheduled oil change. Drove 30 miles to appointment to be told they were too busy come back another time. Apparently tried to call me 15 minutes to cancel! Piss poor customer service. told they were too busy come back another time. Apparently tried to call me 15 minutes to cancel! Piss poor customer service. More